Susteen cell phone kit

Hi, does anyone have experience using the Susteen cell phone kit? I am trying to connect the phone to my laptop via a USB port. I am able to read the phone book entries. However, when I try to transfer images from the phone, I get a message "Error #1 There was an error communicating with your phone. Please re-start your phone and then redetect your phone and try this option again."
I have already installed and re-installed the Susteen USB driver multiple times and reset the phone. The phone model is Motorola RAZR V3XX, which is supported.
The Susteen email support was not very helpful.
Does anyone have any idea? Thanks in advance.

How old is your machine ? I'm just wondering if your machine is usb 1.1 and not 2.0 which I'm assuming the drivers for the phone kit are ?

What help did you get from their e-mail support ?

The No Ma'am commandments:

1.) It is O.K. to call hooters 'knockers' and sometimes snack trays
2.) It is wrong to be French
3.) It is O.K. to put all bad people in a giant meat grinder
4.) Lawyers, see rule 3
5.) It is O.K. to drive a gas guzzler if it helps you get babes
6.) Everyone should car pool but me
7.) Bring back the word 'stewardesses'
8.) Synchronized swimming is not a sport
9.) Mud wrestling is a sport

How old is your machine ? I'm just wondering if your machine is usb 1.1 and not 2.0 which I'm assuming the drivers for the phone kit are ?

What help did you get from their e-mail support ?

The machine uses USB 2.0 ports.
They recommended resetting the phone and reinstalling the drivers, which I did. They also asked me to send them a log file with error codes, but I haven't heard from them in 2 weeks.